Thank you for your continued patience while we investigate the third-party IT security incident that has impacted our case management system.

As we set out in earlier communications, the incident has been contained, and we are working with the external supplier of our case management system to investigate.

If you need to raise a new complaint about your landlord with us in the meantime, please email us at info@housing-ombudsman.org.uk  or call us on 0300 111 3000. We’re working to handle enquiries and cases where this is possible, notifying any customers and landlords where this is not possible

We’re working to restore our services as quickly as possible and will share updates when we can.

Decisions

We publish decisions as part of our commitment to being open and transparent.

Decision reports do not include residents’ names, but we name landlords. They date from December 2020, and we publish them 3 months after the final decision date.

In some cases, we will not publish a decision if it is not in the resident’s or landlord’s interest. Or if we will compromise the resident’s anonymity. You can read more in our guidance on decisions.

Date

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Tenure

Orders

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Notting Hill Genesis (202316732)

The complaint is about the landlord’s handling of: Repairs to the heating and hot water system at the property. The resident’s complaint.

Westminster City Council (202228383)

The complaint is about the landlord’s handling of the leaseholder’s report that a storage heater was not working. The Ombudsman has also investigated the landlord’s complaint handling.

Richmond Housing Partnership Limited (202345642)

The resident’s complaint is about the landlord’s response to his reports of: The faulty communal door intercom system. Damp and mould in the main bedroom. The Ombudsman has also considered the landlord’s handling of the associated complaint.

Thrive Homes Limited (202311541)

  REPORT COMPLAINT 202311541 Thrive Homes Limited 7 January 2025   Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]

Wandsworth Council (202317965)

  REPORT COMPLAINT 202317965 Wandsworth Council 7 January 2025   Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]

Citizen Housing (202227616)

This complaint is about the landlord’s response to the resident’s reports of cockroaches. The Ombudsman has also considered the landlord’s complaint handling.